Cloud Contact

The Cloud Contact Service offering is a cloud-based incident response system sitting on a global infrastructure , supported by a powerful ecosystem, delivering advanced IP-enabled communication features, AI-enriched response functionalities, IoT-enabled capabilities and state-of-the-art caller solutions with location, live video streaming, IP communication, call routing, prioritisation and texting capabilities.


  • Full PBX capabilities (Dial, Park, Conference, Merge, Barging)
  • Event summary input
  • Live video display
  • map with a satellite view
  • ANI / ALI Integration
  • Live video Streaming
  • Carbyne’s platform can integrated into Cisco Kinetic for Cities
  • Chat interface between the caller and the call taker
  • Display of essential caller information


  • Transforms all regular 999 calls to a Cloud Contact call
  • Multi-redundant architecture
  • Real-time video
  • Advanced call-taking technology.
  • Enhanced location accuracy
  • Available for both Android and iOS
  • Event details including video, voice, location and chat
  • Real-time chat


£2000 per unit

  • Free trial available

Service documents

G-Cloud 11



Alexander de Carvalho


Service scope

Service scope
Software add-on or extension Yes, but can also be used as a standalone service
What software services is the service an extension to Every computer aided dispatch or call handling platform
Cloud deployment model
  • Private cloud
  • Hybrid cloud
Service constraints Mobile devices need to be at a minimum OS level of IOS11 and Android 4 utilising a set of standard browsers. Further details can be provided as required.
System requirements
  • Function requirements varies, discussion will be needed with Agency
  • Windows 7/10
  • 8GB memory
  • Minimum I5 processor
  • Networking pemission to Carbyne servers

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Response times are determined by severity of the questions. We operate a 24/7/365 service.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.1 AA or EN 301 549
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Onsite support
Support levels We provide a standard level of support which can be tailored to suit particular clients depending on the nature of the service provided and the size of the account. Costs are determined as a percentage of the annual contract value
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We provide onsite training, online training and user documentation training. We also provide ongoing training according development releases
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Users can extract data at any given time from the Cloud Contact C-Records. A period of time after the end of the contract period will be agreed for all data extraction.
End-of-contract process Information will be made available on a contract by contract basis

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Firefox
  • Chrome
  • Safari 9+
Application to install Yes
Compatible operating systems Windows
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Mobile is for the caller and the desktop is for the call takers
Accessibility standards WCAG 2.1 AA or EN 301 549
Accessibility testing We use face to face user testing and utilise analytics and user feedback. Key and mouse activity tracking is monitored to provide GUI feedback for usability
What users can and can't do using the API Users can obtain event information. Users cannot make changes through the API
API documentation Yes
API documentation formats PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation A certain degree of customisation is available such as dashboards, reporting and screen data presentation. These are customised by standard GUI interactions


Independence of resources Cloud services are built for scale and we have auto scaling features for every component of the system.


Service usage metrics Yes
Metrics types We provide call taker and caller usage reports, engagement analytics of the product and general metrics on calls - abandoned call, sms sent etc.

In general terms we provide metrics on all primary components of the system
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request


Supplier type Reseller providing extra features and support
Organisation whose services are being resold Carbyne Inc

Staff security

Staff security
Staff security clearance Staff screening not performed
Government security clearance Up to Security Clearance (SC)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations European Economic Area (EEA)
User control over data storage and processing locations No
Datacentre security standards Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency At least every 6 months
Penetration testing approach Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Encryption of all physical media
Data sanitisation process No
Equipment disposal approach Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data importing and exporting
Data export approach Using our web portal c-Records user can select the time range for data they require to be exported. On request an .xls file will be provided.
Data export formats
  • CSV
  • Other
Other data export formats
  • Xls
  • PDF
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • IPsec or TLS VPN gateway
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability Our scalability and redundancy practices are designed to provide a 99.99% uptime.
Approach to resilience We utilise the AWS GovCloud which multi region and multi zone redundancy.
Outage reporting Outages are reported by and a pop up message on the software and email alerts for pre-planned maintenance works

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels Access restrictions are design to the clients roles and permissions requirements
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Username or password

Audit information for users

Audit information for users
Access to user activity audit information Users contact the support team to get audit information
How long user audit data is stored for User-defined
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for User-defined
How long system logs are stored for User-defined

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Standards Institute of Israel
ISO/IEC 27001 accreditation date 13/06/2018
What the ISO/IEC 27001 doesn’t cover All covered at this point in time
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards ISO/IEC 27001
Information security policies and processes We certified GDPR and all security policies and processes comply to this standard

Operational security

Operational security
Configuration and change management standard Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach We collaborate with clients to plan and execute the change management processes according to their needs.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach We monitor for any intrusions via IBM intrusion detection management. Security patches can be applied within of intrusion event. Further details can be made available on request.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Available on request. Please refer to above reply
Incident management type Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach Being ISO certified we have predefined escalation processes and resolution flows. Further information is available on request.

Secure development

Secure development
Approach to secure software development best practice Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Public sector networks
Connection to public sector networks No


Price £2000 per unit
Discount for educational organisations No
Free trial available Yes
Description of free trial We provide a free version of our service as a proof of concept (poc). During the period of the poc we ask our client to collaborate with us in the receipt of user feedback, efficiency and effectiveness and external communications with other Authorities and media.

Service documents

pdf document: Pricing document pdf document: Service definition document pdf document: Terms and conditions
Service documents
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